Providing first class customer service is the key to attracting and retaining customers. In this installment of the blog series I am going to cover what should happen when the customer walks in the front door.
The Ultimate Barbershop Customer Service Experience – The Check-in Process Part 1
Once the customer walks through the front door they should be greeted immediately. They should feel welcome the second they walk in the front door. They need to know they are definitely in the right place. They also need to know what to do. With the male customer, never assume they know what they should do when they enter the barbershop. Most men need to be directed or told what to do. We usually can’t figure it out on our own. Directing the customer is the job of either the receptionist or one of the barbers.
If you are a larger barbershop you will most likely have a receptionist. The receptionist should always have a smile on his or her face. Greet the customer with a friendly smile and by name if you know it. Politely ask the customer how you can help them. This is very important and something I have worked hard on in my shops. We take both appointments and walk-ins. Our receptionists were getting into a bad habit of asking customers if they are an appointment or just a walk-in. These were the first words out of their mouth. I was very unhappy with this because it puts the customer on the defensive immediately. Right away they are concerned they can’t get a haircut without and appointment. Also, by asking them if they are “just a walk-in” it gives the perception that they are not as important because they did not schedule ahead of time.
Smaller barbershops most likely will not have a receptionist. If this is the case it can be a little tricky. One of the barbers needs to be designated to greet the customer when they walk in the door. My suggestion is that the barber who is in the chair closest to the door is the person to handle the greeting and directing traffic. You don’t want the barber farthest away from the door shouting over 3 or 4 haircuts and conversations. The trick is to be friendly and not make the new customer walking in the door feel like he is being an inconvenience to the business. With that being said you want to make sure you are not leaving your customer in the chair that you are currently working on for too long. You don’t want to make them feel neglected or that the new customer walking in the front door is more important than they are.
Stay tuned for Part 2 where I give examples of a few different organized check-in systems….